Comments on: Battling Sears in the era of social media http://savethemedia.com/2009/12/31/battling-sears-in-the-era-of-social-media/ A veteran journalist blogs about the new media revolution. Tue, 14 Feb 2012 19:48:38 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: bloggingmom67 http://savethemedia.com/2009/12/31/battling-sears-in-the-era-of-social-media/comment-page-1/#comment-77379 bloggingmom67 Tue, 25 Jan 2011 22:28:38 +0000 http://savethemedia.com/?p=2193#comment-77379 What a bummer. Seems like expecting a dryer to dry is not asking too much. Good luck.<div class="comment-remix-meta"><a href="#" class="replyto" onclick="replyto('77379','bloggingmom67'); return false;">Reply</a> - <a href="#" class="quote" onclick="quote('77379','bloggingmom67','What a bummer. Seems like expecting a dryer to dry is not asking too much. Good luck.'); return false;">Quote</a></div> What a bummer. Seems like expecting a dryer to dry is not asking too much. Good luck.
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]]> By: Maria http://savethemedia.com/2009/12/31/battling-sears-in-the-era-of-social-media/comment-page-1/#comment-76783 Maria Tue, 25 Jan 2011 01:51:53 +0000 http://savethemedia.com/?p=2193#comment-76783 Hi Gina, I'm currently dealing with a Sears dryer problem too. I purchased a stackable Kenmore washer & dryer last year. The dryer worked for 10 months then nevermore. Service techs were scheduled and rescheduled, parts were ordered and delivered (too late)... Finally got a decent person at the store to help. The dryer was replaced. One month later the new replacement dryer stopped drying. The tech came out said it was a defect in the manufacturing of the venting inside the dryer. I spent close to 2 hours today with 5 Sears representatives in the Protection Agreement and Customer Solutions departments. Placed on hold, transferred, asked what I wanted to replace it with only to end up with Jeremy (250807) in customer solutions. I asked for his manager several times (apparently he must own Sears since he represents himself as the top of the service ladder!) He said that the tech's notes stated that the problem was the venting and that we were going to fix it (right). Sears sold us the venting kit and installed it...tech is scheduled for this Monday to correct the venting. I'll make sure to have a pile of freshly washed clothes ready for him to test his "corrected venting" theory. In the mean time Jeremy gave me the address of Sears Executive Customer Relations, I'll write them a letter and post it and my issues with the Kenmore dryer on Facebook. After paying $719.99+ for a dryer, I expect a machine that dries my laundry......<div class="comment-remix-meta"><a href="#" class="replyto" onclick="replyto('76783','Maria'); return false;">Reply</a> - <a href="#" class="quote" onclick="quote('76783','Maria','Hi Gina, I\'m currently dealing with a Sears dryer problem too. I purchased a stackable Kenmore washer & dryer last year. The dryer worked for 10 months then nevermore. Service techs were scheduled and rescheduled, parts were ordered and delivered (too late)... Finally got a decent person at the store to help. The dryer was replaced. One month later the new replacement dryer stopped drying. The tech came out said it was a defect in the manufacturing of the venting inside the dryer. I spent close to 2 hours today with 5 Sears representatives in the Protection Agreement and Customer Solutions departments. Placed on hold, transferred, asked what I wanted to replace it with only to end up with Jeremy (250807) in customer solutions. I asked for his manager several times (apparently he must own Sears since he represents himself as the top of the service ladder!) He said that the tech\'s notes stated that the problem was the venting and that we were going to fix it (right). Sears sold us the venting kit and installed it...tech is scheduled for this Monday to correct the venting. I\'ll make sure to have a pile of freshly washed clothes ready for him to test his \"corrected venting\" theory. In the mean time Jeremy gave me the address of Sears Executive Customer Relations, I\'ll write them a letter and post it and my issues with the Kenmore dryer on Facebook. After paying $719.99+ for a dryer, I expect a machine that dries my laundry......'); return false;">Quote</a></div> Hi Gina, I’m currently dealing with a Sears dryer problem too. I purchased a stackable Kenmore washer & dryer last year. The dryer worked for 10 months then nevermore. Service techs were scheduled and rescheduled, parts were ordered and delivered (too late)… Finally got a decent person at the store to help. The dryer was replaced. One month later the new replacement dryer stopped drying. The tech came out said it was a defect in the manufacturing of the venting inside the dryer. I spent close to 2 hours today with 5 Sears representatives in the Protection Agreement and Customer Solutions departments. Placed on hold, transferred, asked what I wanted to replace it with only to end up with Jeremy (250807) in customer solutions. I asked for his manager several times (apparently he must own Sears since he represents himself as the top of the service ladder!) He said that the tech’s notes stated that the problem was the venting and that we were going to fix it (right). Sears sold us the venting kit and installed it…tech is scheduled for this Monday to correct the venting. I’ll make sure to have a pile of freshly washed clothes ready for him to test his “corrected venting” theory. In the mean time Jeremy gave me the address of Sears Executive Customer Relations, I’ll write them a letter and post it and my issues with the Kenmore dryer on Facebook. After paying $719.99+ for a dryer, I expect a machine that dries my laundry……
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]]> By: Angela http://savethemedia.com/2009/12/31/battling-sears-in-the-era-of-social-media/comment-page-1/#comment-50000 Angela Wed, 03 Nov 2010 23:31:26 +0000 http://savethemedia.com/?p=2193#comment-50000 <a href='#comment-29105'>@Scott Murphy at Sears</a> - I am starting a long process at the moment concerning misrepresentation of a product sold on the sears website, and have been talked to like a child by the customer service and they have decided that I cannot talk to anyone higher than them, as they, and i quote '' are all supervisors''. I will be at this until my problem is recognized, understood, and solved. I have bought almost everything at sears and generally I have had decent customer service responses. But this is not over some silly toy or piece of clothing, so I will trudge on....<div class="comment-remix-meta"><a href="#" class="replyto" onclick="replyto('50000','Angela'); return false;">Reply</a> - <a href="#" class="quote" onclick="quote('50000','Angela','<a href=\'#comment-29105\'>@Scott Murphy at Sears<\/a> - I am starting a long process at the moment concerning misrepresentation of a product sold on the sears website, and have been talked to like a child by the customer service and they have decided that I cannot talk to anyone higher than them, as they, and i quote \'\' are all supervisors\'\'. I will be at this until my problem is recognized, understood, and solved. I have bought almost everything at sears and generally I have had decent customer service responses. But this is not over some silly toy or piece of clothing, so I will trudge on....'); return false;">Quote</a></div> @Scott Murphy at Sears – I am starting a long process at the moment concerning misrepresentation of a product sold on the sears website, and have been talked to like a child by the customer service and they have decided that I cannot talk to anyone higher than them, as they, and i quote ” are all supervisors”. I will be at this until my problem is recognized, understood, and solved. I have bought almost everything at sears and generally I have had decent customer service responses. But this is not over some silly toy or piece of clothing, so I will trudge on….
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]]> By: cosplay http://savethemedia.com/2009/12/31/battling-sears-in-the-era-of-social-media/comment-page-1/#comment-37692 cosplay Mon, 02 Aug 2010 03:12:03 +0000 http://savethemedia.com/?p=2193#comment-37692 All good ideas. Just wanted to add my 2 cents from the Print viewpoint. To be clear, I’m neither a journalist nor involved in a newspaper. I’m a semi-retired blogger who spent 30 years running a Print business and then a stint teaching in design school.
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]]> By: Bruce http://savethemedia.com/2009/12/31/battling-sears-in-the-era-of-social-media/comment-page-1/#comment-34431 Bruce Wed, 19 May 2010 13:56:12 +0000 http://savethemedia.com/?p=2193#comment-34431 This was quite a story . . . and a great lesson for companies that seem to take their customers for granted. Thanks for hanging in there until you had a satisfactory resolution of your problem so we could find out what happened. But you still need a new dryer!<a href="#">Reply</a> - <a href="#">Quote</a><div class="comment-remix-meta"><a href="#" class="replyto" onclick="replyto('34431','Bruce'); return false;">Reply</a> - <a href="#" class="quote" onclick="quote('34431','Bruce','This was quite a story . . . and a great lesson for companies that seem to take their customers for granted. Thanks for hanging in there until you had a satisfactory resolution of your problem so we could find out what happened. But you still need a new dryer!<a href=\"#\">Reply<\/a> - <a href=\"#\">Quote<\/a>'); return false;">Quote</a></div> This was quite a story . . . and a great lesson for companies that seem to take their customers for granted. Thanks for hanging in there until you had a satisfactory resolution of your problem so we could find out what happened. But you still need a new dryer!Reply – Quote
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]]> By: Sonny http://savethemedia.com/2009/12/31/battling-sears-in-the-era-of-social-media/comment-page-1/#comment-31358 Sonny Wed, 10 Mar 2010 15:45:25 +0000 http://savethemedia.com/?p=2193#comment-31358 Hello my name is sonny and yesterday i went to sears automotive for an oil change, before going i had called the store and asked the manager that the bolt head for the oil pan was stripped could they be able to open it? she said yeah sure bring it down, an hour later she said they tried taking it off with a wrench but no luck so they used a socket and a air hammer to get it off but in the process they created a leak. were sorry, she said give us a day and well put in a new one but we have to split the cost, now im real pissed her mechanic damaged my car and i have to pay for it? I told her if they couldnt do the job they should have just said so not sitting there damaging it even more then making me pick up the tab. i told her i wanted the job done for free beacuse it was not my fault. I gave her exapmles, like if she had hired me to come to her house to cut down trees and one fell on her house, whos fault is that she agreed that would be my fault, i screwed up so i should be responsible for all damages, soo why should i pay for a new oil pan?? Please i have been trying to call all over sears and keep getting the run around i ask the store mannager for her supervisers number and she keeps telling me there is no one higher then her. Someone help. Thank you, Sonny 203-808-4747<div class="comment-remix-meta"><a href="#" class="replyto" onclick="replyto('31358','Sonny'); return false;">Reply</a> - <a href="#" class="quote" onclick="quote('31358','Sonny','Hello my name is sonny and yesterday i went to sears automotive for an oil change, before going i had called the store and asked the manager that the bolt head for the oil pan was stripped could they be able to open it? she said yeah sure bring it down, an hour later she said they tried taking it off with a wrench but no luck so they used a socket and a air hammer to get it off but in the process they created a leak. were sorry, she said give us a day and well put in a new one but we have to split the cost, now im real pissed her mechanic damaged my car and i have to pay for it? I told her if they couldnt do the job they should have just said so not sitting there damaging it even more then making me pick up the tab. i told her i wanted the job done for free beacuse it was not my fault. I gave her exapmles, like if she had hired me to come to her house to cut down trees and one fell on her house, whos fault is that she agreed that would be my fault, i screwed up so i should be responsible for all damages, soo why should i pay for a new oil pan??\r\nPlease i have been trying to call all over sears and keep getting the run around i ask the store mannager for her supervisers number and she keeps telling me there is no one higher then her.\r\nSomeone help.\r\n\r\nThank you,\r\nSonny\r\n203-808-4747'); return false;">Quote</a></div> Hello my name is sonny and yesterday i went to sears automotive for an oil change, before going i had called the store and asked the manager that the bolt head for the oil pan was stripped could they be able to open it? she said yeah sure bring it down, an hour later she said they tried taking it off with a wrench but no luck so they used a socket and a air hammer to get it off but in the process they created a leak. were sorry, she said give us a day and well put in a new one but we have to split the cost, now im real pissed her mechanic damaged my car and i have to pay for it? I told her if they couldnt do the job they should have just said so not sitting there damaging it even more then making me pick up the tab. i told her i wanted the job done for free beacuse it was not my fault. I gave her exapmles, like if she had hired me to come to her house to cut down trees and one fell on her house, whos fault is that she agreed that would be my fault, i screwed up so i should be responsible for all damages, soo why should i pay for a new oil pan??
Please i have been trying to call all over sears and keep getting the run around i ask the store mannager for her supervisers number and she keeps telling me there is no one higher then her.
Someone help.

Thank you,
Sonny
203-808-4747

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]]> By: Sonny http://savethemedia.com/2009/12/31/battling-sears-in-the-era-of-social-media/comment-page-1/#comment-31357 Sonny Wed, 10 Mar 2010 15:44:51 +0000 http://savethemedia.com/?p=2193#comment-31357 Hello my name is sonny and yesterday i went to sears automotive for an oil change, before going i had called the store and asked the manager that the bolt head for the oil pan was stripped could they be able to open it? she said yeah sure bring it down, an hour later she said they tried taking it off with a wrench but no luck so they used a socket and a air hammer to get it off but in the process they created a leak. were sorry, she said give us a day and well put in a new one but we have to split the cost, now im real pissed her mechanic damaged my car and i have to pay for it? I told her if they couldnt do the job they should have just said so not sitting there damaging it even more then making me pick up the tab. i told her i wanted the job done for free beacuse it was not my fault. I gave her exapmles, like if she had hired me to come to her house to cut down trees and one fell on her house, whos fault is that she agreed that would be my fault, i screwed up so i should be responsible for all damages, soo why should i pay for a new oil pan?? Please i have been trying to call all over sears and keep getting the run around i ask the store mannager for her supervisers number and she keeps telling me there is no one higher then her. Someone help. Thank you, Sonny 203-808-4747<div class="comment-remix-meta"><a href="#" class="replyto" onclick="replyto('31357','Sonny'); return false;">Reply</a> - <a href="#" class="quote" onclick="quote('31357','Sonny','Hello my name is sonny and yesterday i went to sears automotive for an oil change, before going i had called the store and asked the manager that the bolt head for the oil pan was stripped could they be able to open it? she said yeah sure bring it down, an hour later she said they tried taking it off with a wrench but no luck so they used a socket and a air hammer to get it off but in the process they created a leak. were sorry, she said give us a day and well put in a new one but we have to split the cost, now im real pissed her mechanic damaged my car and i have to pay for it? I told her if they couldnt do the job they should have just said so not sitting there damaging it even more then making me pick up the tab. i told her i wanted the job done for free beacuse it was not my fault. I gave her exapmles, like if she had hired me to come to her house to cut down trees and one fell on her house, whos fault is that she agreed that would be my fault, i screwed up so i should be responsible for all damages, soo why should i pay for a new oil pan??\r\nPlease i have been trying to call all over sears and keep getting the run around i ask the store mannager for her supervisers number and she keeps telling me there is no one higher then her.\r\nSomeone help.\r\n\r\n\r\nThank you,\r\nSonny\r\n203-808-4747'); return false;">Quote</a></div> Hello my name is sonny and yesterday i went to sears automotive for an oil change, before going i had called the store and asked the manager that the bolt head for the oil pan was stripped could they be able to open it? she said yeah sure bring it down, an hour later she said they tried taking it off with a wrench but no luck so they used a socket and a air hammer to get it off but in the process they created a leak. were sorry, she said give us a day and well put in a new one but we have to split the cost, now im real pissed her mechanic damaged my car and i have to pay for it? I told her if they couldnt do the job they should have just said so not sitting there damaging it even more then making me pick up the tab. i told her i wanted the job done for free beacuse it was not my fault. I gave her exapmles, like if she had hired me to come to her house to cut down trees and one fell on her house, whos fault is that she agreed that would be my fault, i screwed up so i should be responsible for all damages, soo why should i pay for a new oil pan??
Please i have been trying to call all over sears and keep getting the run around i ask the store mannager for her supervisers number and she keeps telling me there is no one higher then her.
Someone help.

Thank you,
Sonny
203-808-4747

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]]> By: MadAtSears http://savethemedia.com/2009/12/31/battling-sears-in-the-era-of-social-media/comment-page-1/#comment-30775 MadAtSears Tue, 23 Feb 2010 01:27:24 +0000 http://savethemedia.com/?p=2193#comment-30775 Here is my contribution to Battling Sears in the era of social media: http://www.youtube.com/watch?v=kj9NnUocvtw I am also on Twitter, but their Social Engagement Manager has not found me yet.<div class="comment-remix-meta"><a href="#" class="replyto" onclick="replyto('30775','MadAtSears'); return false;">Reply</a> - <a href="#" class="quote" onclick="quote('30775','MadAtSears','Here is my contribution to Battling Sears in the era of social media:\r\n\r\nhttp:\/\/www.youtube.com\/watch?v=kj9NnUocvtw\r\n\r\nI am also on Twitter, but their Social Engagement Manager has not found me yet.'); return false;">Quote</a></div> Here is my contribution to Battling Sears in the era of social media:

http://www.youtube.com/watch?v=kj9NnUocvtw

I am also on Twitter, but their Social Engagement Manager has not found me yet.

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]]> By: bloggingmom67 http://savethemedia.com/2009/12/31/battling-sears-in-the-era-of-social-media/comment-page-1/#comment-29123 bloggingmom67 Sun, 03 Jan 2010 15:10:23 +0000 http://savethemedia.com/?p=2193#comment-29123 <a href='#comment-29105'>@Scott Murphy at Sears</a> - Thanks for weighing in. Do appreciate that. -- Gina<div class="comment-remix-meta"><a href="#" class="replyto" onclick="replyto('29123','bloggingmom67'); return false;">Reply</a> - <a href="#" class="quote" onclick="quote('29123','bloggingmom67','<a href=\'#comment-29105\'>@Scott Murphy at Sears<\/a> - \r\n\r\nThanks for weighing in. Do appreciate that.\r\n\r\n-- Gina'); return false;">Quote</a></div> @Scott Murphy at Sears –

Thanks for weighing in. Do appreciate that.

– Gina

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]]> By: Scott Murphy at Sears http://savethemedia.com/2009/12/31/battling-sears-in-the-era-of-social-media/comment-page-1/#comment-29105 Scott Murphy at Sears Sun, 03 Jan 2010 01:54:09 +0000 http://savethemedia.com/?p=2193#comment-29105 Hey everyone, First I'd like to say to Gina: I'm very sorry you had this much trouble getting your issue resolved through traditional Customer Care channels. We at Sears hear your concerns and will definitely pass all of your feedback on to the appropriate people. I'm sorry to hear that you're no longer going to be a Sears customer, is there's anything I can do to change that, please let me know. Again, I am sorry, Scott -- Scott Murphy | Social Engagement Manager | Sears Holdings Corp.<div class="comment-remix-meta"><a href="#" class="replyto" onclick="replyto('29105','Scott Murphy at Sears'); return false;">Reply</a> - <a href="#" class="quote" onclick="quote('29105','Scott Murphy at Sears','Hey everyone,\r\nFirst I\'d like to say to Gina:\r\n\r\nI\'m very sorry you had this much trouble getting your issue resolved through traditional Customer Care channels.\r\n\r\nWe at Sears hear your concerns and will definitely pass all of your feedback on to the appropriate people. I\'m sorry to hear that you\'re no longer going to be a Sears customer, is there\'s anything I can do to change that, please let me know.\r\n\r\nAgain, I am sorry,\r\n\r\nScott\r\n\r\n--\r\n\r\nScott Murphy | Social Engagement Manager | Sears Holdings Corp.'); return false;">Quote</a></div> Hey everyone,
First I’d like to say to Gina:

I’m very sorry you had this much trouble getting your issue resolved through traditional Customer Care channels.

We at Sears hear your concerns and will definitely pass all of your feedback on to the appropriate people. I’m sorry to hear that you’re no longer going to be a Sears customer, is there’s anything I can do to change that, please let me know.

Again, I am sorry,

Scott

–

Scott Murphy | Social Engagement Manager | Sears Holdings Corp.

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